Kings Cross development in London
blue dots arranged as the UK map

Customer assurance

At IWNL, we pride ourselves in offering you the highest possible quality of customer service and simple & transparent pricing. We have a dedicated UK customer service team attending to the needs of all businesses connected to our water and wastewater networks.

To find out more about our Codes of Practice and Guaranteed Standards, please see our useful documents section below. Should you need to get in touch, please do not hesitate to contact us.

Contact us
Five icons, a water droplet, calendar, hard hat, water pipe, and letter.
Ofwat logo

Water licence

As an independent water company, we can serve sites in all areas run by an incumbent regional water company across England and Wales. We are regulated by Ofwat (The Water Services Regulation Authority) and adhere to the Codes of Practice and Guaranteed Standards for water companies. Our licence enables us to operate public water and sewerage networks under the Water Industry Act 1991.

Where we are appointed by a developer, a New Appointment Variation (NAV) is made by Ofwat. IWNL owns and operates the water and wastewater network in these areas, providing services including supply of water, wastewater services, metering, and billing. IWNL has all the same duties and responsibilities as the previous statutory water company.

Find out more

Open water market

April 2017 saw the biggest change in the water sector for almost 30 years. That’s because the retail water market opened, allowing an estimated 1.2 million businesses, charities and public sector organisations the freedom to choose their water and wastewater retailer.

Open Water was the name given to the programme set up by UK Government to open the water retail market for businesses, charity and public sector customers in England from April 2017. The Open Water programme is led by three partner organisations, Ofwat, Defra and MOSL, working with existing water companies across England, Scotland and Wales, as well as companies who wish to become a licensed retailer now that the market has opened. Visit Open Water Website.

 

MOSL

MOSL is the market operator for the non-household water market in England. They support the Open Water programme by working with Defra and Ofwat on behalf of their members. MOSL’s role is to deliver the operational capability needed to support the efficient operation of the new market

Allowing business customers to choose between retailers will lead to more competitive pricing, improved customer service and the flexibility to negotiate better deals and rates with existing suppliers.

Find out more

Video

Set up your account

How to set up your online account

Go to page
Video

Discoloured water

Help and advice if you exeprience discoloured water

Go to page
Video

Trade effluent

Help and advice on your business sewerage

Go to page

PDF Document

Charges Scheme for Anglian Water (Hartlepool) and Northumbrian Water’s Waste Network 2024-2025 – Download

PDF Document

Charges Scheme for Anglian Waters Network 2024-2025 – Download

PDF Document

Charges Scheme for Bristol Water Inset Network and Wessex Water’s Waste Network 2024-2025 – Download

PDF Document

Charges Scheme for Cambridge Water and Anglian Water’s waste network 2024-2025 – Download

PDF Document

Charges Scheme for Essex Suffolk Water and Anglian Water’s waste Inset Networks 2024-2025 – Download

PDF Document

Charges Scheme for Essex Suffolk Water and Thames Water’s waste Inset Networks 2024-2025 – Download

PDF Document

Charges Scheme for South Staff Water and Anglian Water’s Sewerage Network 2024-2025 – Download

PDF Document

Charges Scheme for South Staff Water and Severn Trent Sewerage Network 2024-2025 – Download

PDF Document

Charges Scheme for Southern Inset Networks 2024-2025 – Download

PDF Document

Charges Scheme for Southern Water and Thames Water Waste Inset Networks 2024-2025 – Download

PDF Document

Charges scheme for the Affinity Water (Central) and Thames Sewerage Network 2024-2025 – Download

PDF Document

Charges scheme for the Affinity Water (Central) Network and Anglian Water’s Waste Network 2024-2025 – Download

PDF Document

Charges scheme for the Affinity Water (East) Network and Anglian Water’s Waste Network 2024-2025 – Download

PDF Document

Charges scheme for the Affinity Water (South East) Network and Southern Water’s Waste Network 2024-2025 – Download

PDF Document

Charges scheme for the Portsmouth Water and Southern waste networks 2024-2025 – Download

PDF Document

Charges Scheme for the Severn Trent Water and United Utilities Waste Inset Networks 2024-2025 – Download

PDF Document

Charges Scheme for the Severn Trent Water Inset Networks 2024-2025 – Download

PDF Document

Charges Scheme for the South East (East)water and Southern Water waste network 2024 – 2025 – Download

PDF Document

Charges Scheme for the South East (West) Water and Southern Water’s waste network 2024-2025 – Download

PDF Document

Charges Scheme for the South East (West) Water and Thames network 2024-2025 – Download

PDF Document

Charges scheme for the South West Water network 2024-2025 – Download

PDF Document

Charges Scheme for the Thames Water Inset Networks 2024-2025 – Download

PDF Document

Charges scheme for the Wessex Water network 2024 – 2025 – Download

PDF Document

Charges Scheme for the Yorkshire Inset Networks 2024 – 2025 – Download

PDF Document

Charges Scheme for the Yorkshire Water and Severn Trent waste Networks 2024 – 2025 – Download

PDF Document

Charges Scheme for United Utilities Inset Network 2024 – 2025 – Download

PDF Document

Charges scheme Northumbrian Water 2024-2025 – Download

PDF Document

Charges-scheme-for-the-Affinity-Water-Network – Download

PDF Document

Charges-scheme-for-the-Affinity-Water-and-Thames-Sewerage-Network-2022-2023 – Download

PDF Document

Charging Scheme for Anglian Waters Network 2022-2023 – Download

PDF Document

Charging-Scheme-for-Bristol-Water-2022-2023 – Download

PDF Document

Charging-Scheme-for-Cambridge-Water-Network-2022-2023-1 – Download

PDF Document

Charges-Scheme-for-the-Castle-Hill-and-Eastern-Quarry-Inset-Networks-2022-2023-1 – Download

PDF Document

Charging-Scheme-for-Essex-Suffolk-Inset-Networks-2022-2023-1 – Download

PDF Document

Charges Scheme for the Forgewood NES Crawley Inset Network 2022-2023 – Download

PDF Document

Charging Scheme for Gascoigne West 2022-2023 – Download

PDF Document

Charging Scheme for Lincolnshire Lakes Inset Network 2022-2023 – Download

PDF Document

Charges Scheme for the Martello Lakes, Archers Court Road & Folkestone Inset Networks, 2022-2023 – Download

PDF Document

Charges scheme Naisberry Farm 2022-2023 – Download

PDF Document

Charges-scheme-Northumbrian-2022-2023-1 – Download

PDF Document

Charges-scheme-for-the-Portsmouth-Water-Networks-2022-2023-1 – Download

PDF Document

Charging-Scheme-for-the-Severn-Trent-Water-Inset-Networks-2022-2023-1 – Download

PDF Document

Charging-Scheme-for-the-South-East-Inset-Networks-2022-2023 – Download

PDF Document

Charges-Scheme-for-the-South-East-Water-and-Thames-network-2022-2023 – Download

PDF Document

Charging-Scheme-for-South-Staff-Water-and-Severn-Trent-Sewerage-Network-2022-2023-1 – Download

PDF Document

Charges-scheme-for-the-South-West-Water-network-2022-2023-2 – Download

PDF Document

Charging-Scheme-for-Southern-Inset-Networks-2022-2023-1 – Download

PDF Document

Charging Scheme for the Thames Water Inset Networks 2022-2023 – Download

PDF Document

Charging-Scheme-for-United-Utilities-Inset-Network-2022-2023-2 – Download

PDF Document

Charges-scheme-for-the-Wessex-Water-network-2022-2023-3 – Download

PDF Document

Charging Scheme for the Yorkshire Inset Networks 2022-2023 – Download

PDF Document

Wholesale Charges Scheme 2021-2022 Final – Download

PDF Document

Charging Scheme for Alton Brewery 2021-2022 – Download

PDF Document

Charging Scheme for Anglian Water 2021-2022 – Download

PDF Document

Charging Scheme for Ashby Road and Goscote Lane 2021-2022 – Download

PDF Document

Charges Scheme for Affinity Water 2021-2022 – Download

PDF Document

Charging Scheme for Bishops Stortford and Nestles Avenue 2021-2022 – Download

PDF Document

Charging Scheme for Bristol Water 2021-2022 – Download

PDF Document

Charging Scheme for Castle Hill and Eastern Quarry 2021-2022 – Download

PDF Document

Charging Scheme for Chesterfield Road 2021-2022 – Download

PDF Document

Charging Scheme for Essex Suffolk 2021-2022 – Download

PDF Document

Charging Scheme for Forgewood and NES Crawley 2021-2022 – Download

PDF Document

Charging Scheme for Gascoigne West 2021-2022 – Download

PDF Document

Charging Scheme for Goodmores Farm 2021-2022 – Download

PDF Document

Charging Scheme for Harbour Place, Spires, Windmill Views and Shopwhyke Lakes 2021-2022 – Download

PDF Document

Charging Scheme for Lincolnshire Lakes 2021-2022 – Download

PDF Document

Charging Scheme for Martello Lakes, Archers Court Road and Folkestone Seafront 2021-2022 – Download

PDF Document

Charging Scheme for Naisberry Farm 2021-2022 – Download

PDF Document

Charging Scheme for South Staffs and Cambridge Water 2021-2022 – Download

PDF Document

Charging Scheme for Northumbrian 2021-2022 – Download

PDF Document

Charging Scheme for Oakwood Park, Turpins Farm and Weeley Road 2021-2022 – Download

PDF Document

Charging Scheme for Severn Trent Water 2021-2022 – Download

PDF Document

Charging Scheme for Southern 2021-2022 – Download

PDF Document

Charging Scheme for South East 2021-2022 – Download

PDF Document

Charging Scheme for South Staff Water and Severn Trent Sewerage Network 2021-2022 – Download

PDF Document

Charges scheme for the South West Water network 2021-2022 – Download

PDF Document

Charging Scheme for Thames Water 2021-2022 – Download

PDF Document

Charging Scheme for United Utilities 2021-2022 – Download

PDF Document

Charging Scheme for Yorkshire Water 2021-2022 – Download